Siva Kumar
Suwanee,GA
Summary
12+ years of overall professional IT experience with ample experience in Salesforce.com CRM, Force.com and Lightning platforms 8+ years of experience in Leadership and Architecture 5+ years of experience in Lightning Web Components (LWC) and Aura Components 6+ years of experience as a Scrum Master Strong experience in collaborating with stakeholders to translate the business requirements into technical solutions Extensive experience in Salesforce development with proficiency in understanding the platform architecture and best practices by using Apex Classes, Triggers, and Visual force, LWC and Aura Components and Salesforce APIs Strong Knowledge in the development tools like Salesforce DX, CRMA, AgentForce Vibes, VisualStudio Code, Git, Workbench and DataLoader, GearSet, Copado, and BitBucket Extensive experience in architecting, developing, and implementing Salesforce Service Cloud, Salesforce Sales Cloud, Salesforce Experience/Community Cloud, Salesforce Health Cloud, Salesforce CPQ, and Salesforce Marketing Cloud (SFMC) solutions Strong expertise in building integrations for Salesforce with external systems by using REST, SOAP, Bulk and Metadata APIs Proficient in using SOQL & SOSL, HTML, CSS, JavaScript, XML and JSON Experience in integrating of AppExchange applications with Salesforce Have a good knowledge on understanding of CRM Business processes like Forecasting, Campaign management, Lead Management, Order Management, Account Management, and Case Management Worked in all stages of Software Development Life Cycle (SDLC) i.e., Systems Analysis, Design, Development, Testing and Implementation Proven leadership experience in mentoring cross-functional teams for providing collaborative and innovative work environment Having excellent analytical/problem solving skills with enthusiasm to learn new technologies Excellent communication and inter-personal skills, accustomed to working in both large and small team environments Architectural professional with extensive experience in leading large-scale projects and delivering high-quality design solutions. Known for strong focus on team collaboration and achieving results, adaptable to changing project requirements. Skilled in project management, sustainable design, and client relations.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Salesforce Lead/Architect/Scrum Master
CareerBuilder LLC
2015.03 - Current
- Environment: Salesforce.com platform, Lightning platform, Apex Language, Lightning Components, REST, SOAP, Bulk, Metadata API, Dbamp, Skuid, SQL Server, Visual Force Pages, Workflow & Approvals, Reports, Custom Objects, Flows, Process Builder, VS Code, Copado, Git, AgentForce Vibes, Nice CXOne, Gearset, BitBucket
- Responsibilities
- Acted as a Technical & Functional Lead, Scrum Master and Architect responsible for handling Sales, Service, Experience, and Industry cloud project applications
- Enterprise Architecture & Multi-Cloud Leadership
- Acted as a Technical & Functional Lead, Scrum Master and Architect responsible for handling Sales, Service, Experience and Marketing cloud project applications
- Led Quote-to-Cash advisory and architecture responsibilities alongside multi-cloud leadership by defining Revenue Cloud (CPQ & Billing) vision, aligning pricing, invoicing, and revenue lifecycle processes with enterprise onboarding and order management capabilities delivered across Sales, Service, Experience, and Marketing Cloud programs.
- Established clear architectural guardrails, configuration standards, and reusable design patterns across Service, Sales, Contact Center, Integration, and Data works treams, reviewing functional and technical designs to ensure long-term maintainability, security compliance, and adherence to clean-core principles.
- Conducted order management and billing proof-of-concept initiatives to evaluate architectural alternatives, document trade-offs, and recommend scalable high-volume billing approaches while enforcing governance standards, best practices, and cross-cloud solution consistency.
- Architected and developed technical requirements, architecture diagrams, and implementation plans to guide the development team
- Always followed the salesforce best practices in building more effective applications
- Service Cloud & Contact Center Transformation
- Acted as a functional lead and trusted advisor for Service Cloud and contact center initiatives, facilitating stakeholder workshops to define service strategy, omni-channel roadmap, and modernization goals.
- Led functional discovery workshops with care operations, contact center leadership, and clinical stakeholders to design Service Cloud for handling the patient service processes, acting as a trusted advisor during solution design discussions.
- Designed scalable Service Cloud operating models covering case management, digital channels, SLAs, and agent productivity, supporting enterprise-wide contact center transformation.
- Designed and implemented Salesforce Service Cloud solutions by using the Omni-Channel features to route the cases, chats, and emails to the right support agents based on skills and service resource availability
- Configured and Designed the Contact Center features like Case Management, Queues, Escalation Rules, and Service Console to improve agent productivity and response times
- Implemented Omni-Channel Supervisor dashboards to provide the real time agent work load visibility, queue performance, and service levels
- Integrated Service Cloud with external systems to enable a centralized customer support experience across multiple communication channels
- Enhanced customer support workflows by aligning Omni-channel routing with business priorities, SLAs, and support team structures
- Developed the complex applications in Service Cloud for Support teams to leverage the Case Management process as per the business needs
- Configured and Customized the Knowledge Base for the Service cloud
- OmniStudio, Health Cloud & Patient Operations
- Designed and developed OmniScripts for the Sales and Revenue Operations teams to guide users through complex Quote-to-Cash workflows such as product configuration, quote creation, pricing validation, and handling billing related inquiries.
- Developed efficient OmniStudio DataRaptors and Integration Procedures to orchestrate data retrieval, transformation, and updates between Salesforce CPQ, Billing, Sales Cloud, and legacy financial systems.
- Followed OmniStudio best practices to improve performance, reduce server-side Apex dependency, and accelerate delivery of Quote-to-Cash solutions using low-code capabilities.
- Built and optimized DataRaptors to process product catalog, pricing, quote, order, and billing data across Salesforce CPQ and Billing while minimizing the need for custom Apex development.
- Implemented Integration Procedures and built real-time integrations between Salesforce CPQ/Billing, finance systems, payment services, and legacy order management platforms to ensure reliable data flow across systems.
- Partnered with sales operations, finance, and revenue operations teams to translate Quote-to-Cash business requirements into scalable OmniStudio solutions aligned with operational and compliance needs.
- Worked closely with integration and architecture teams to align CPQ and Billing implementations with enterprise security standards and the long-term revenue management roadmap.
- Omni-Channel Strategy & Customer Engagement
- Supported UAT planning and execution by coordinating test scenarios, validating Omni-Channel routing, case lifecycle workflows, and IVR integrations, ensuring business readiness prior to go live.
- Drove user adoption by supporting agent training sessions, preparing functional walkthroughs, and enabling reporting dashboards that helped operations leaders track service KPIs and patient engagement metrics.
- Designed, and built IVR (Interactive Voice Response) and ACD (Automatic Call Distributor) scripts and providing call flows using Nice CXOne Studio delivering the integrated contact center solutions for the business
- Configured and customized CXOne WFM (Workforce Management), Voice bots and Analytics and integrated them with Omni-Channel to improve call routing, agent efficiency, and overall better customer experiences
- Collaborated closely with business stakeholders, and product owners to define Omni-channel requirements and long term contact center strategy
- Translated business needs into a prioritized technical roadmap for Omni-channel enhancements, integrations, and phased rollouts
- Provided design and development guidance and recommendations to stakeholders to balance scalability, performance, and user experience across Omni-channel platforms
- Led UAT coordination, agent enablement, and reporting readiness for Service Cloud releases, ensuring high adoption, reduced support friction, and measurable improvements in service performance.
- Sales Cloud & Revenue Operations
- Implemented, Designed and Developed Sales Cloud and build the custom order management tool for the Sales team using Skuid and LWC(Lightning Web Components) user interfaces
- Architected and Implemented the REST API for Sales cloud where the CareerBuilder Legacy systems (.net and Matrix) consume these APIs to get the Opportunity, Order and Contract to the database
- Implemented the Apex Batch process on a daily, weekly and hourly basis to sync up the user data from Active Directories as well as get the product data that is being used by the Sales team for order generation in Salesforce. The Apex Batch uses the REST API calls to integrate with Active Directory and CareerBuilder database
- Experience Cloud & Digital Platforms
- Architected, Developed and Designed the Experience Cloud by designing custom customer portal using the sites, and communities
- Integration, APIs & Event-Driven Architecture
- Designed event driven architecture on Salesforce using Platform Events and Change Data Capture, by enabling near real time publication of patient and appointment updates to Kafka thru MuleSoft
- Designed and Implemented the complex applications in Salesforce by integrating with CareerBuilder legacy systems using REST, SOAP, Bulk and Metadata APIs by using tools like Dbamp, Skuid and SQL Server
- Designed the API integration for send emails, start journeys, insert records in DE
- Designed and implemented complex applications using Skuid. Implemented ApexRest models on the skuid where the external endpoints are configured to integrate into Salesforce
- Automation, AI & Intelligent Service
- Automated key contact center processes using Salesforce Flows, Process Builder, and Apex to reduce manual effort and improve operational efficiency
- Built robust and effective automation for case creation, assignment, escalation, notifications, and status updates across Omni-channel interactions
- Designed reusable Apex and Flow frameworks to support scalable automation while following Salesforce best practices and governor limits
- Implemented Einstein Bots to capture the customer inquiries, deflect cases, and provide instant responses across digital support channels
- Improved agent efficiency by integrating Einstein Bots recommendations and automated responses to reduce manual workload and resolution times
- Platform Development (Apex, LWC & Lightning)
- Designed and developed the custom complex applications by using Apex, Visual force, LWC(Lightning Web Components) and Aura Components
- Followed Salesforce Best Practices and designed the roadmap and technical design to convert the existing applications to the Lightning Framework
- Optimized the performance and reusability of LWC applications by using Salesforce Best Practices like Asynchronous loading, Lazy Loading and client-side caching techniques
- DevOps, Data & Engineering Practices
- Used VS Code, AgentForce Vibes and source driven development to improve the code quality and make deployments more easy
- Followed Git and Copado DevOps processes for handling the pull requests, code promotions, and deployments across multiple Salesforce environments
- Cross-Collaborated with the data warehouse teams and developed the data migration from Salesforce to data warehouse by using Dbamp tool on the SQL Server.
- Collaboration, Leadership & Continuous Learning
- Mentored and helped the team members by conducting code reviews, providing knowledge transfer and peer-peer coding sessions
- Cross collaborated with the different technical teams at CareerBuilder to capture the proper business requirements in building the effective integration solutions
- Stayed updated by learning the techniques from Salesforce Latest Releases and applied them in building effective applications
Salesforce Developer (Remote)
BCBS
2014.03 - 2015.03
- Environment: Salesforce.com platform, Apex Language, Visual Force, REST, SOAP, Workflow & Approvals, Reports, Custom Objects.
- Responsibilities
- Worked on the Web Registration project where BCBS needs to track all the Event web registrations for various sales led Medicare events
- Drupal landing page collects the user information and being passed to salesforce using SOAP and REST API
- Consumed the SOAP and REST API calls from Drupal to capture the user information from the Medicare events, transform them into leads and add them to the Campaigns for the Marketing team
- Implemented the REST API that are being consumed by the Drupal to check the capacity, limit and campaign dates
- Also implemented the REST API to expose the future campaigns and events information to the Drupal landing page
- Build the automation to convert the leads to contacts, and opportunities that are needed for the Sales team by using Apex and Visual force
- Designed the Sales and Marketing cloud setup by using Flows, Process Builders, Workflows, Apex, and Visual force
- In-depth understanding of Salesforce.com’s Sales Cloud, Service Cloud and Force.com product offerings and Health Cloud experience.
- Worked on to prioritize tasks across all their payers needs with health cloud.
- Mapped personal and professional caregiver networks with salesforce health cloud
- Used health cloud to integrate data from EHRs, wearables and more.
- Collaborated with cross-functional teams to implement Telehealth solutions within Salesforce, enabling virtual patient consultations and remote healthcare services.
- Developed custom Lightning components and Visual force pages to enhance the user experience for healthcare professionals, allowing them to easily access and update patient information.
- Integrated electronic health record (EHR) systems with Salesforce, enabling seamless data exchange between healthcare applications and improving the accuracy of patient data.
- Implemented HIPAA-compliant data security measures to protect sensitive patient information and ensure compliance with healthcare data privacy regulations.
- Experienced Salesforce health cloud data model. Creating roles for care team members.
- Worked on Health cloud, Field Service lightning and marketing cloud
- Developed custom reports and dashboards to provide insights into patient demographics, treatment outcomes, and healthcare provider performance, facilitating data-driven decision-making.
- Involved in the business and technical discussions and played key role in the architecting the applications
Salesforce Integration Developer
Verizon wireless
2012.10 - 2014.03
- Environment: Salesforce.com BizTalk, Salesforce.com platform, Apex Language, Visual Force, Workflows & Approvals, Reports, Custom Objects
- Responsibilities
- Worked on the VerizonOne project where the user data, contracts and campaigns are being captured in the Salesforce
- The legacy data is being pushed to Salesforce by using the integration between database and Salesforce using BizTalk Orchestrations
- Defined and built the Orchestrations in BizTalk to create bi-directional integration for the passage of the user, contracts, opportunities, leads and campaigns data
- Involved in the integration architecture design sessions and implemented the complex integration solutions for the business
- Automated the Sales cloud applications by using Apex, Visual force, Workflows, and Approval Process
- Designed the Roles, Profiles, and Sharing Rules to meet the business requirements
- Implemented the SOAP API to expose the apex methods for the legacy teams to consume the user and lead data from Salesforce
- Worked in the Agile environment to meet the project timelines
- Collaborated with the technical team for the successful salesforce integration solutions
Salesforce Administrator & Developer(Remote)
Aetna Inc.
2011.10 - 2012.10
- Environment: Salesforce.com Conga Composer, Salesforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Workflow & Approvals, Reports, Custom Objects, Profiles, Roles, Web Services
- Responsibilities
- Worked with the Business team to assess the Business Requirements and build the Custom Conga Composer application based on the defined requirements
- Used the Conga Composer AppExchange and generated the Documents and Reports based on the business requirements
- Created and configured the Custom Report Types between different Standard and Custom Objects that are needed for the creation of Custom Reports
- Established the Sharing and Security to different Roles and Profiles that the organization has for the effective use of application
- Created the Custom Documents and Templates for the use of Conga Composer Application and deployed them successfully into the different Salesforce.com Orgs
- Developed the Custom Conga Composer Button for different Standard and Custom Objects for generating the reports and templates
- Involved in the Deployment of Custom Reports, Report Types and Custom Templates into the different Salesforce.com Sandboxes
- Involved in the creation of XML Generator for different Standard and Custom Objects
- Assisted the Business User Team for using of Conga Composer Application effectively
- Created the supporting documentation for application development tasks that include Conga Composer Customizations and Salesforce.com Customizations
Salesforce Technical & Functional Design Lead Developer
Proctor & Gamble Co
2011.05 - 2011.10
- Environment: Salesforce.com Knowledge, Saleforce.com platform, Apex Language, Visual Force (Pages, Component & Controllers), Reports and Dashboards, Roles, Profiles, Workflows
- Responsibilities
- Worked closely with the Business team to assess the P&G defined Business Requirements and a Gap Analysis and build the Salesforce Knowledge based on the defined requirements
- Designed a technical architecture solution that can be used in multiple platforms which include integration and authentication across systems
- Developed Consumer Centric Messaging that enables Global Knowledge to be leveraged by all P&G GCR Regions to simplify the Work Processes for Call Center Agents
- Created and configured the Articles Types and the Articles Actions based on the organizational needs
- Configured the Data Category Groups, Data Category Assignments, Article Summaries and the Language Settings
- Developed Apex classes on Force.com platform to customize application according to functional needs
- Developed Visual force Pages to customize the view and functionality of the Knowledge Articles that were required by the Organization
- Developed Workflow Rules, Time-Dependent Workflow Actions, Email Alerts and Field Updates
- Created and maintained User Roles, Security, and Profiles that was required for the Salesforce Knowledge implementation
- Implemented and Consumed Knowledge Base Dashboards & Reports AppExchange for providing Reports and Dashboards that monitors the Knowledge Base
- Involved in the creation of Knowledge Content, Format and Delivery Methods
- Assisted Global Consumer Relations team in defining Content Management Processes and developed documentation for it
- Conducted training sessions to the SIT and UAT users to use the Salesforce Knowledge application and developed a feedback custom report
Salesforce Developer
Dow Jones & Company. Inc
2011.01 - 2011.05
- Environment: Saleforce.com platform, Apex Language, Visual Force. SOAP, Workflow & Approvals, Reports, Custom Objects, Web Services, WSDL, Sandbox, Eclipse IDE Plug-in
- Responsibilities
- Worked closely with the project design team and the project business team to address the business and functional requirements defined for the CRM Billing Integration Project.
- Developed Cast Iron orchestrations that are used to synchronize data between Salesforce.com and web service endpoints.
- Worked on Salesforce.com customizations using Apex (classes, triggers and web services) and Visual Force that consists of several new data integrations and customizations are done to B2B Salesforce.com.
- Followed the agile development practices including Test Driven Development (TDD), continuous integration, as well as incremental design and architecture and design-for-testability unit classes for integration and functional testing in development phase.
- Consumed and implemented the Web Services through WSDL in the Salesforce.com for outbound messaging.
- Used SOQL and SOSL statements within the custom controllers, extensions and triggers properly to avoid Governor Limits.
- Installed Salesforce AppExchange (Knowledge Module) Application, configured and maintained user security permissions in compliance with organizational needs.
- Designed, and Implemented the Custom Business objects, Entity-Relationship data model, Page layouts, Custom tabs, Components to suit to the needs of the application.
- Created user Roles and Profiles and given them Security controls and shared settings.
- Designed and developed workflow rules and Approval process for the application by implementing custom formulas for various tasks and Email alerts as per the requirement.
- Developed several Custom Reports to better assist managers and also report folders to provide report accessibility to appropriate personnel.
- Customized Dashboards to provide daily forecasts and track opportunities, deal registrations and customer engagement.
- Used the sandbox for unit testing and assisted Business Users in CRM Deployment validation testing.
- Worked with CRM Application Development Team to complete development, test support and deployment activities.
Education
Masters - Computer Science
University of Arkansas At Little Rock
Little Rock2010-01
Bachelors of Technology - Computer Science
Jawaharlal Nehru Technological University
India2007-01
Skills
- Sales, Service, Experience, Health, Industry, and Marketing Clouds, APEX, Visualforce, Lightning, SOQL, API
- Integration, Mulesoft, DBamp SQL Server, GitHub, Bitbucket, Gearset, Buildkite, Workato, CI/CD, DevOps,
- Copado, Asana, Figma, Lucid, Jira, Slack, SalesLoft, Data Migration, Agile/Scrum
Certification
- Salesforce.com certified System Architect
- Salesforce.com certified Application Architect
- Certified Copado Fundamentals I
TrailBlazer Account
https://www.salesforce.com/trailblazer/sgopu
Timeline
Salesforce Lead/Architect/Scrum Master
CareerBuilder LLC
2015.03 - Current
Salesforce Developer (Remote)
BCBS
2014.03 - 2015.03
Salesforce Integration Developer
Verizon wireless
2012.10 - 2014.03
Salesforce Administrator & Developer(Remote)
Aetna Inc.
2011.10 - 2012.10
Salesforce Technical & Functional Design Lead Developer
Proctor & Gamble Co
2011.05 - 2011.10
Salesforce Developer
Dow Jones & Company. Inc
2011.01 - 2011.05
Masters - Computer Science
University of Arkansas At Little Rock
Bachelors of Technology - Computer Science
Jawaharlal Nehru Technological University